North Carolina

Customer Service Team Lead

Job description          

CustomerHD is a Raleigh based customer service company looking for a Customer Service Lead. Our company is a start-up with a goal to change the way customer service is perceived and delivered. We do this by hiring amazing people and give them the opportunity to innovate, define and refine best practices. This candidate will have the opportunity to lead an incredible team with an unusual passion for creating amazing customer experiences. This candidate will also have the opportunity to grow and develop their leadership within a startup. Responsibilities Take phone and chat escalations from CustomerHD agents Strongly contribute to developing an incredible work environment Fully living out our company values on a daily basis Help to manage team to maximize quality, efficiency, and effectiveness to blow client expectations out of the water. Act as a constant resource to the agents and other floor leads. Work collaboratively with leadership to support new company goals and experiments Support training initiatives and communicate clear performance objectives and measurements Build and develop relationships with team members Provide clear and candid feedback to team members to develop their skills Help develop and support career paths for team members Adjust daily schedule based on last-minute scheduling needs (call-outs, high phone queue, etc.), ensuring that coverage is consistent Communicate frequently and effectively with other Floor Leads and Account Manager Work with QA Specialist to understand the overall QA performance of the team and provide guidance as needed Notify Management of any urgent needs Push announcements/updates from the client's team/Management to the floor agents including escalations from the client Work with agents on any system issues, escalating to Management/the client as needed
Skills & Qualifications Extraordinarily team-oriented Requires strong leadership skills Positive approach to daily work Willingness to roll up sleeves and get in the weeds Excellent oral and written communicator Passion for customer service Ability to remain calm and think clearly in high-stress situations Escalation management Time management Leadership experience preferred Associate's or Bachelor's degree preferred
CustomerHD North Carolina jobs

CustomerHD

North Carolina jobs

North Carolina jobs

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CustomerHD North Carolina jobs

CustomerHD (North Carolina jobs)

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CustomerHD is a Raleigh based customer service company looking for a Customer Service Lead. Our company is a start-up with a goal to change the way customer service is perceived and delivered. We d...